MGR CUSTOMER SUCCESS

Lumen is the trusted network for AI. We're transforming how businesses connect, secure, and scale in an AI-driven world.

By connecting people, data, and applications quickly, securely, and effortlessly, we help organizations move faster and unlock what's next.

At Lumen, people power progress. Our culture is built on teamwork, trust, and transparency, giving you the flexibility, support, and opportunity to make a lasting impact. We're looking for top-tier talent ready to take on the challenge. Join us in building the future.

The Role

The Manager, Customer Success will lead a team of Customer Success professionals. You will be part of the Customer Success organization responsible for protecting, nurturing and growing customers relationships.

The Main Responsibilities

• Leads and develops teams focused on Customer Success management
• Accountable for customer, product and revenue retention, product adoption and revenue expansion.
• Leverage data to help team understand customer health, risks and opportunities
• Encourages and directs innovative thinking.
• Partner closely with Sales Acquisition team on strategic account and acquisition initiatives.
• Implement best practice and solutions to channel's business and customer needs by promoting a common vision and focus to serve the customer.
• Drive consistency throughout day-to-day tactical operations: standards, tools, best practices, process knowledge and communication.
• Develop and build strategic internal and external relationships to facilitate customer growth.
• Accountable for business performance by monitoring and achieving KPIs.
• Manage organization of dedicated field Customer Success professionals and support for our Insert Segment/Region US customers responsible for managing customer success activities such as:
• Onboarding
• Creating customer success plans
• Customer advocacy
• Ensuring product adoption and value realization
• Identify upsell and cross sell opportunities to partner with sales for revenue
• Resolve customer dissatisfaction
• Revenue management activities e.g. churn, credits, rerates, payment terms

Leadership:

• Ensure positive on-boarding experience for new hires (tools, training, resources, etc) and drive optimal ramp time to full productivity.
• A change agent leader who will build a strong customer success team to drive a compelling focus on net revenue growth.
• Recruit, mentor, and develop customer success team
• A customer-first leader with the ability to drive our company culture and values and with a passion to help our customers be successful and drive positive employee engagement.
• Clearly articulate the CS vision and strategy across your team and the sales ecosystem.

What We Look For in a Candidate

• 6+ years of related customer-facing client services experience.
• Experience in a technology customer-facing environment supporting technology customers.
• Ability to manage influence through persuasion, negotiation, and consensus building internally and with customers
• Excellent communication skills
• Ability to identify common needs and issues across the organization.

Preferred Qualifications:

• More than 7+ years of applicable experience.
• Bachelor's degree in business or related field

What to Expect Next

Requisition #: 342296

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

We are committed to making reasonable adjustments to the recruitment process for people with disabilities. If there is anything we can do to help you, please let us know.

We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Join a diverse and inclusive culture where everyone is welcome and every voice is heard. A culture where people feel they belong, can be themselves and feel inspired to share different perspectives. Our culture, shared values and behaviours truly make Lumen a fantastic place to work and provides an environment where people can genuinely thrive.

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